As a Nylas customer, it is our utmost priority that you have success integrating and scaling your business on our platform. All Nylas customers have free access to our Basic support plan, defined below.
In order to receive timely support, please follow the guidelines listed here to ensure your requests are triaged and responded to appropriately.
Before submitting your issue, please make sure we haven't reported the issue first at https://status.nylas.com.
You can submit an issue here.
We need your help to get all the information we need to troubleshoot your issues as quickly as possible. Please including the following details in your ticket:
- Message-ID (if applicable)
- Timestamps (if applicable)
- Any errors you're seeing
- Any errors your end-user is seeing
- Include any code (if applicable)
- Any troubleshooting you've done so far
Send from your company domain
Please make sure you submit support issues from the domain associated with your production Nylas application. This will ensure your issues are appropriately triaged on our end.
You can view all support requests that have been made from your organization with Nylas. To view it, just login to your Nylas zendesk account here: https://support.nylas.com/hc/en-us/requests
Review the official Zendesk docs to learn how to find your organization's tickets.
Your support agents can view tickets owned by other users, comment, and view the status of each ticket. If you find this not to be the case, we probably need to update some settings on our end for your organization. Please reach out to us to let us know.
Here is a key for the meaning of ticket statuses:
|Open||The ticket has been reviewed and requires action from Nylas.|
|Pending||Nylas is waiting on a response from you or your customer for more information.|
|Solved||The ticket is solved, but replying can re-open the ticket.|
|Closed||The ticket is solved an unable to be re-opened. If you follow up a new ticket will be created.|
Support plans are included with all service packages. If you'd like a higher support plan than what is included with your service package, please reach out to our Sales team.
Response times apply during US business hours of 10 AM - 10 PM Eastern Time (7 AM - 7 PM Pacific Time).
|Documentation & SDKs||✔||✔||✔|
|Support Channels||Email Only||Email Only||Email, Phone|
|Initial Response||Best effort||Tier 1: 4 business hours|
Tier 2: 4 business hours
Tier 3: 12 business hours
Tier 4: 24 business hours
|Tier 1: 2 hours, with phone escalation access|
Tier 2: 4 business hours
Tier 3: 8 business hours
Tier 4: 12 business hours
|Price||Contact Us||Contact Us||Contact Us|
Choosing an accurate priority level helps our support team prioritize issues for your organization. To include a priority when submitting a ticket, please prepend the subject line of your email to [email protected] with
Tier 3, or
Tier 4. Alternatively, you can also use
Urgent or Tier 1:
An error, bug, or defect (“Error”) that renders that Product inoperable, inaccessible, or unable to utilize Licensee Content.
High or Tier 2:
An Error that causes a significant function of that Product to be impaired even if that Product is still operational or has a materially adverse impact on Licensee’s business.
Normal or Tier 3:
An Error that causes a minor function of a Product to be impaired and adversely impacts (or is likely to adversely impact) Licensee’s business.
A question about immediate implementation or development.
Low or Tier 4:
An Error that is not causing impairment.
A question that is not holding up implementation or development.
Failure to Specify Tier
Please note that issues default to Tier 3 if a tier is not specified.
Updated about a month ago